Complaints

• Initial Complaint

  11/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We hired Tribal Waters to build a pool, Although we had many qualities the pool Light is not flush with the wall and alternately it will never be flush since the wall is Lumpy/ Not level. There is also a brown spot stain in multiple locations inside the pool

• Initial Complaint

  11/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contracted with Tribal Waters to build a pool and spa, a kiddie pool, and a concrete deck. I signed the construction contract on 03/01/2021. The final payment was made on 07/26/2022 with a few finish items and the handoff to be completed. The total amount I paid was $96,202.94. The original contract was for $85,115.00 and the remainder was for addendums. Some of the addendums are appropriate for tile upgrade and concrete deck size increase. Some are not appropriate. Tribal charged me for a layout change that was agreed upon by email prior to the contract date. Tribal agreed by email to split another change but charged me the entire amount. Tribal specified the fence length and cost in the contract. The layout change decreased the fence length from 156 feet to 132 feet. Tribal charged me the entire amount for the 152 feet and then charged me for an additional 14 feet, so I got 132 feet but paid for 170 feet of fence. The contract specified the number of pop-up cleaning heads, two per step, two in the Baja bench, and five in the spa. Tribal installed one in each step, one in the Baja bench, and four in the spa. When I complained, their response was they did nothing wrong. Finally, and most serious, the building inspector failed the pool for safety because the drop from the step to the pool was almost three feet. Tribal refused to correct this unless I paid for it and stopped work until I did. This step height violated the pool construction safety code. They also neglected to install a ladder at the deep end as required by pool construction safety code. I am a senior citizen and they have taken advantage of me by building an unsafe pool, threatening to stop construction unless I paid their demand amounts, and refusing to comply with their own contract specifications.I have communicated with them by email a number of times culminating with sending a demand letter on 10/05/2022 requesting that they correct their failure. Their only reply was an offer of $800.

  

  Business response

  11/16/2022

  We are sorry to hear that an internal agreement could not be reached between you and Tribal Waters.  You had notified our office of a discrepancy in your fence footage from what was installed to what was purchased.  After performing a site inspection, we agreed that the footage was indeed inaccurate in which we would void the addendum for the additional footage billed and issue a refund check. 
  Regarding the pop *** in the steps.  You were charged for (4) total heads in the steps on your contract and that is what was installed.
  Initially, your sales designer was adamant that you approved the step design as drawn and that is exactly what you wanted.  After the pool was shotcreted, we agreed, along with you, that the drop off was too great and that wed add an additional smaller step at no charge.  After installing the 4th step with steel and shotcrete, you decided that you would rather have a longer step and youd be willing to pay for that longer step.  We gave you the price that you approved in a change order, and we removed the smaller step, re-steeled and shot in a new longer step with a cleaning head.      
  Again, once you approve your initial design and features, we will build the pool accordingly.  If you feel that you require a ladder in your pool for exiting in the deep end, that is something that can be installed at any time and wed be more than happy to install one for you as a good will.
  Our offer was to refund you for the fence that was not installed, in which you rejected.  Please let us know what you are looking for to satisfy your issues.  Thank you.

  Customer response

  11/16/2022

  Regarding the number of popup heads, the contract two heads per step and five heads in the spa. Tribal Waters failed to perform to this contract and made changes to the design after the contract was signed. I was never informed of the changes and would not have agreed to them. They claim the extra step was an option and a subject of discussion, but it was required by the building inspector. The tiny "step" they installed did not meet safety standards, so they had to remove it and install a full-size step. I agreed to pay because they blackmailed me by threatening to halt construction unless I paid for it. Corrective action in response to a failed safety inspection on a construction project is not the responsibility of the customer. Licensed contractors have to pay for repairs to correct their mistakes. As for their claim that I refused their offer of partial compensation, my exact words were "Unfortunately we are quite far apart in terms of reaching an agreement." There are a number of other items that I was incorrectly billed for that they refuse to acknowledge in spite of my forwarding emails to them agreeing to the changes.
  

• Initial Complaint

  08/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On May 3, 2022 I entered into a written contract with Tribal Waters Pools for them to construct a pool in the backyard of my residence. The contract is encompassing and included all known and projected costs associated with the pool construction. Additionally, the contract spelled out the processes to be utilized in case any disputes were to arise between the buyer and Tribal Waters (Internal Procedure; Mediation; Arbitration, and Legal Actions). On July 28, 2022 during a Pool Layout Review with my Salesman and Superintendent, I was required to sign several new documents which were not part of my initial Contractual Agreement, including an Agreement to pay for costs overruns in regards to the application of the "Shotcrete", referred to as "Over-break". I was further required to be 100% responsible for the "Water Curing" of my concrete shell, once it was installed. This required me to water down the concrete shell, every two hours, from sunup to sunset, for four (4) consecutive days following the shotcrete shell installation. I explained that these new requirements were not part of my initial Contractual Agreement and that I would like to discuss both per the "Dispute Process" outlined in my Contractual Agreement. Especially since I was not physically able to perform the "Water Curing" expectations (Multiple illnesses and physical limitations, including Stage IV Cancer). I forwarded my concerns and responses to the salesman, superintendent, coordinator, office manager, and the Residential General Manager. The office manager responded in writing advising me that my option would be to either accept their requirements as presented, or to cancel my Contractual Agreement, after all debts had been settled. Shocked, I called the office manager, and spoke with her only for her to reiterate the same options with no offer for "Dispute Resolution" as outlined in the Contractual Agreement. In fact, she stated that they would rather cancel than deal with an unhappy customer!

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First of all, they try to charge us positions on the invoice that are double or never agreed on.The work on tiles are done improperly, refuse to fix it because they claim its within specs or limits but looking like bad workmanship. Communications is horrendous. The whole project is now taking 9 month with 3 month of no action blaming it on supply chain issues. Meanwhile we picked tiles and masonry based on stock availability. Since they got the last payment to finally finish the pool, communication abruptly stopped.

  

  Business response

  06/24/2022

  Good Afternoon,

  I believe these might be the incorrect photos uploaded as the photos show bullnose coping that was previously corrected and the full coping not being applied along with potential patio furniture they were looking to purchase. If I could please get the correct photos showing any item they wish me to look into as well as more information on the double billing so any questions or concerns can be addressed.

  Thank you,

  *******************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩